Company Admins, Please Note: It's recommended that duplication is ENABLED for kvCORE accounts. However, your Account Manager will advise you on the option during setup. This article explains how two leads with the same email address can exist at the same time with this feature enabled.
Important Definitions
Entity - An Agent, Office, Team, or Company.
Owner - This is the literal owner of the contact. It is the entity on whose site or import the contact was generated or created on or with. An Owner is the entity that a contact belongs to.
Assignee - This is the Agent to whom the contact is assigned. The assignee manages the contact.
The Owner can also view or manage the lead. For example, this would make it possible for both an Office Admin and an Agent to view the same lead which was generated on the Office website.
Unique Lead or Contact - This is defined by an email address & Owner combination. Therefore, a lead can be unique (be duplicated) as long as the Owners are different, even if the emails are the same.
Lead Ownership
Duplicate leads or contacts can be created in kvCORE depending on how they are created or generated.
To understand how this happens, you must understand lead ownership. Ownership is determined by which entity generated the lead or contact (Agent/Team/Company).
Please Note: When an Agent or Admin owns a lead, if they attempt to
manually import a duplicate of that lead (a contact that has the same email address), the manual import will stop that lead from being imported. One Agent or Admin
cannot own two leads with the same email address.
For example, as an Agent, you have your own personal kvCORE Agent website/subdomain. If you post a Squeeze Page link of properties to Facebook (using your Agent website domain) to generate leads, those leads are assigned to you, because the Squeeze Page builder uses your personal kvCORE website to generate the link that you post. This means that you are the Owner of anyone who signs up from that Squeeze Page, because it is your personal website they signed up on, as well as the assigned Agent.
The URL outlined in red below is an Agent's subdomain. Therefore the Agent will be the Owner of any leads that register from the post.
If you are a Team/Office or Company Admin you can also create Squeeze Pages and Landing Pages for the entity of which you are an Admin.
TIP: Many companies like to invest in some advertising and distribute the results to their Agents at the Office level.
Those leads that sign up on entity pages are owned by the Entity (Team/Company) but assigned to an Agent.
The Agent, of course, needs to access the lead they are assigned to work. However, the Owner of the lead is the entity. That simply means that the Company/Office/Team Admin can modify the lead regardless of any privacy settings.
The URL outlined in red below is a Company domain. Therefore the Company will be the owner of any leads that register.
How to Check a Contact Owner
In the SmartCRM, you can view the Owner by going to 'Columns' and toggling on the 'Owned By' column.
The 'Owned By' column will then appear.
If you are not the Owner of a lead, you will not be able to perform certain actions (such as deleting or merging the lead).
Deleting Leads
With Lead Ownership you can Delete leads, this means if you as an Agent own the lead then you can delete it, but this also means you cannot delete any Company, Office, or Team-owned leads as an Agent. Admins can delete leads for the entity of which they are an Admin.
Disclaimer: Lead Duplication must be turned on in order to allow Agents to delete leads. If Lead Duplication is not turned on no Agents can delete leads in the CRM. If you are a Company Admin and would like to discuss your options concerning Lead Duplication please reach out to your Account Manager.
Unique Leads
Ownership is determined by where or who the lead was generated.
In the examples above, you saw two different Squeeze Pages (one created by an Agent and one the Company). What happens if the same person signs up on both pages?
kvCORE Websites
If the same person signs up via a Squeeze Page link from both an Agent and an Office two unique leads will be created and exist within the Company CRM. The leads that register via the Agent Squeeze Page will be owned by the Agent, and the leads that register via the Office Squeeze Page will be owned by the Company and assigned to an Agent.
WordPress Sites
If Lead Duplication is enabled on a kvCORE account that uses the WordPress Plugin, should a New Lead register that has already previously registered (the system looks for a duplicate email address) then that new lead will be prompted to select who they are working with already.
If they select one of the Agents, they will be logged in as the lead that matches the Agent they selected.
If they select “None of These,” a New Lead will be created.
If they navigate away from the modal, a New Lead will be created.
Because the owners of the lead are different, even though the emails are the same, the system creates two unique leads:
You can see that what separates them is the Owner. Both of these leads are the same person with the same email address, however one signed up via an Office website, and one the Agent website. The lead that signed up via the Office website will be routed using the Lead Routing Rules set by the Office Admin.
For more information on Lead Routing, click here.
Lead Activity & Auto-emails
For each unique lead, separate Campaigns, texts, listing activity, and notes are kept.
Please Note: If a duplicate lead is unsubscribed by one agent, it does not unsubscribe them from the other agent's they may also be assigned to.
If a lead goes on to browse a Company site all of their activity is recorded in the Company-owned lead. If that same person later that night gets a Property Alert from another Agent, which takes them to the Agent site then all of their activity on that site is recorded onto the lead record that is owned by the Agent.
Regardless of who the assigned Agent is, the activity, notes, emails, are all recorded separately. Both leads could be Assigned to the same Agent, and their activity is still recorded based on which website they are browsing.
Here, you can see the 'Next Action' which usually contains the next item in an assigned Smart Campaign. It's possible for each unique lead profile to have separate tasks as they are determined by the individual website the lead signed up on.
Text Messaging
If a duplicate lead sends a text message to the Smart Number which could be the same for two unique leads assigned to different Agents, the text message is routed to the Assigned agent with the most recent text message out to that lead.
For example, if Julio and Delaney are both in the same Office, and Julio's Smart Campaign sent a text message yesterday, and Delaney sent a listing via text today if Julio doesn't send another text message the next lead response via text will go to Delaney.
Ponds
When contacts are moved to a pond by an Agent, ownership is given to the entity of the pond. If a contact is transferred to an Office pond, ownership of the contact will be given to the Company. If a contact is transferred to a Team pond, ownership of the contact will be given to the Team.
Related Articles
Have more questions? Please reach out to Customer Support via the blue chat bubble to the right or by emailing kvcore@insiderealestate.com!
(Keywords: duplicate, contact ownership, duplication)